Setting Impact and Urgency via REST api using Priority lookup rules

[Popat420]

Hi all,

I am integrating a third party system with ServiceNow to create incidents.

I am using REST message and using script to achieve this.

I need to set the priority of the incident based on the 3rd party options, but I need to set the impact and urgency which will drive the priority field.

In the response body I get a numeric value, I then need to lookup a list which has the numeric value and a string value which the number translates to, see example below:

  1001 : test 1
  1002: test 2
  1003: test 3
  1004: test 4

so basically I need to use the number, get the text (im thinking of storing this list in sys property and using that) and then lookup the priority lookup rules and see what I need to set priority as P3 for example and set the impact and urgency accordingly.

Please advise.

[Mark Roethof]

Hi there,

Is the priority also unique at that third party? For example, looking at out-of-the-box ServiceNow, priority is not unique. So priority 3 can have different combinations of impact/urgency. How are you going to handle that?